Operations & Fulfillment’s 2002 Call Center Survey:

Two years after the last Materials Handling Survey, O&F poses questions to operations and fulfillment professionals about how they’re handling business post 9/11. These respondents to O&F’s exclusive survey show a cautious resurgence of interest in e-commerce, performance measurement, and wireless technology. This is a must-have survey for anyone looking to market to these professionals.

This latest study from O&F reports on the activities, uses, and concerns of operations professionals. Included are budget comparisons, and allocations to systems integration upgrades and IT-related services.

This exclusive study examines the various metrics and criteria that operations and fulfillment executives use to evaluate their contact centers and performance. Find data on the size and hours of call centers; number of calls handled; roductivity statistics; CSR compensation; outsourcing; and more.

Operations executive are responsible for many activities in their companies’ distribution or fulfillment operations, including warehousing, material handling, call centers, customer service, returns processing and more. It’s often a challenge to take a “holistic” view of the operation. In this year’s study, O&F set out to gauge the indicators and figure out how these professionals account for “good” performances in one area and “bad” in another.

O&F asked operations & fulfillment professionals that sell online, through catalogs, field sales or traditional brick-and-morters, questions on the state of customer service at their companies. Find out how these companies measure customer service, train their agents, their budgets to do so, and the key areas in which they have plans to invest and improve.

This study provides an in-depth look at the day-to-day operations in U.S. call centers. At a time when good customer relationships are being viewed as the key to business success, find out what companies are doing to train and measure the job performance of the people who have such important customer contact.